Front Desk Agent

Crestline Hotels & Resorts; Newport News (VA); On-site; USD 28,000 - 35,000; Full time

Job summary

A leading hospitality company is seeking a Front Desk Agent to provide excellent customer service and assist guests with their needs. The role involves managing check-ins and check-outs, resolving complaints, and maintaining positive guest relations. Ideal candidates will have a high school diploma and experience in a hotel setting. Join a dynamic team and grow your career in the hospitality industry with potential paths to supervisory roles.

Qualifications

• At least one year of experience in a similar hotel position.

Responsibilities

• Assist guests with check-in and check-out.
• Resolve guest complaints and ensure satisfaction.
• Maintain knowledge of hotel features and services.

Skills

Customer Service

Problem Solving

Education

High School Diploma or GED

Tools

Basic Computer Skills

Job description

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Overview

The Front Desk Agent is responsible for assisting guests with check-in and check-out, answering and processing all phone calls received, and handling all special requests for services or information, in accordance with standard policies and procedures.

Potential Career Paths

• Front Desk Supervisor
• Front Desk Manager
• Front Office Manager
• Operations Manager
• Assistant General Manager
• General Manager
• Area Vice President of Operations

Key Duties & Responsibilities

• Resolve guest complaints, ensuring guest satisfaction.
• Anticipate guests' needs, respond promptly, and acknowledge all guests regardless of busyness or time of day.
• Maintain positive guest relations at all times.
• Maintain complete knowledge of hotel features/services, room rates, promotions, daily house count, expected arrivals/departures, and scheduled activities.
• Obtain assigned bank and ensure accuracy of contracted monies; keep bank secure.
• Answer department telephone within 3 rings, using correct greeting and etiquette.
• Process all guest check-ins and verify registration information.
• Obtain backup information for guest payments, input into system, and handle cash when required.
• Escort guests and transport luggage as needed.
• Handle overbooked or walk-in guests appropriately.
• Record wake-up calls, monitor, send, and distribute guest faxes.
• Communicate guest requests and information to relevant departments.
• Resolve discrepancies in room status reports with Housekeeping.
• Process check-outs and handle adjustments or charges.

Education and Experience

• High School Diploma or GED.
• At least one year of experience in a similar hotel position.
• Basic computer skills required.

Crestline Hotels & Resorts is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, or disability.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Management and Hospitality
• Industry: Hospitality